Terms and conditions

In these terms:

• “We”, “us”, “our” means TRUSTED MEDIA LIMITED, a company registered in England and Wales with company number 08153782, whose registered office is 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom.
• “Queue Join” or the Service means our queue management and appointment booking platform, including the dashboard, the public check-in and booking pages, the API and any related software.
• “You” means the business that opens an account. If you accept these terms on behalf of an organisation, you confirm you have authority to bind it.
• “Visitor” means an individual who joins a queue, makes a booking or otherwise interacts with your business through the Service.
• “Visitor Data” means personal data about Visitors that we process on your behalf — names, mobile numbers, email addresses, visit history, notes and messaging preferences.
• “Account Data” means personal data about you and your staff — names, email addresses, roles and activity within the dashboard.

By creating an account, accessing the Service or using the API, you agree to these terms. If you do not agree, do not use the Service.

We may update these terms. If a change materially reduces your rights or increases your obligations, we will give you at least 30 days’ notice by email to your account address before it takes effect. Continuing to use the Service after that date means you accept the change. If you do not, you may terminate under section 18 and we will refund any prepaid fees covering the period after termination.

Queue Join lets your Visitors join a queue or book an appointment — typically by scanning a QR code — and notifies them by text message, email, WhatsApp or browser push when it is their turn or when their booking is approaching. You manage the queue, your locations, your staff and your messaging from a dashboard.

The Service depends on third parties to deliver messages, host data and take payment. Those third parties are listed in our Privacy Policy and in section 13.

• You must be at least 18 and using the Service for business purposes. The Service is not intended for consumers, and consumer cancellation rights do not apply to it.
• Sign-in is by emailed magic link or by Google or Apple single sign-on. There is no password. Anyone with access to your email account can access your Queue Join account, so keep it secure.
• You are responsible for everything done under your account, including by your staff and by anyone using your API keys.
• You must give accurate account information and keep it current.
• Free trials are provided as-is with no warranty. We may change or withdraw a trial at any time.

This section matters more than its length suggests, because it decides who is legally responsible for what.

For Visitor Data, you are the controller and we are the processor. Your Visitors are your customers. You decide what to collect, what to say to them and how long to keep it; we process it on your instructions. You are responsible for having a lawful basis, for providing your own privacy information to Visitors, and for obtaining any consent that is required — including consent to marketing messages.

For Account Data, we are the controller. We decide how to run accounts, bill for the Service, secure it and support you. Our handling of that data is described in our Privacy Policy.

Where we act as processor, section 13 forms the written contract required by Article 28 of the UK GDPR.

Paddle is the merchant of record for all purchases.When you subscribe, your contract of sale is with Paddle.com Market Limited, which acts as the reseller of the Service. Paddle collects payment, issues the invoice and is responsible for VAT and sales tax in your jurisdiction. Paddle’s own terms and refund policy apply to the transaction, alongside these terms which govern your use of the Service itself.

How cancellations and refunds work in practice — including how to ask for one and where statutory rights still apply — is set out in our Refund Policy.

• Subscriptions renew automatically for the plan period you chose until cancelled.
• You can cancel at any time from the billing area. Cancellation takes effect at the end of the current period; the Service remains available until then.
• Fees are exclusive of tax unless stated. Paddle adds any tax due at checkout.
• If a payment fails, we do not cut you off immediately: Paddle retries automatically, and your account keeps working while it does. A subscription that is ultimately cancelled or paused falls back to the Free plan and its limits.
• We may change prices with at least 30 days' notice before your next renewal.
• Amounts already paid are non-refundable except where required by law or where Paddle's policy provides otherwise.

Each plan includes a monthly allowance of text messages, pooled across SMS, WhatsApp and RCS. Browser push notifications and emails do not count towards it.

• Allowances reset monthly and do not roll over.
• Notifications about a Visitor's queue position or booking are never blocked for being over allowance. We will not leave someone waiting without telling them it is their turn because of a billing threshold.
• New marketing campaigns on chargeable channels may be refused once the allowance is exhausted. Email and push campaigns are unaffected.
• We may introduce paid message bundles. Nothing in this section obliges us to deliver messages we are not being paid for.

Messages sent through the Service travel over networks operated by mobile carriers, who impose their own rules. Breaking them can get your messages filtered, your sender numbers blocked, or our entire messaging capability suspended — which would affect every business using the Service. These obligations are therefore strict.

You agree that:

• You will only message people who gave you their number for that purpose — either by submitting it themselves on your join or booking form, or by giving it to a member of your staff in person, having been told what will be sent, before it was entered. You will not enter a number on somebody's behalf without them knowing.
• You will not upload, import or send to purchased, rented, scraped or third-party lists.
• You will not send messages relating to any category carriers prohibit, including illegal products, cannabis, prescription drugs offered without a prescription, loans and debt relief, gambling where prohibited, and get-rich-quick schemes.
• You will honour opt-outs immediately. STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT are handled automatically and you must not attempt to circumvent them.
• You will keep your marketing opt-in wording accurate, including the stated message frequency, and will not use consent obtained for one purpose to send messages of another.
• Your content is yours. You are responsible for it being lawful, accurate and not misleading.

We may suspend messaging on your account immediately and without notice if we reasonably believe it is causing carrier complaints, spam reports or regulatory risk. We will tell you why and, where we can, what to fix.

You must not:

• Use the Service unlawfully, or to harass, defraud or harm anyone.
• Attempt to access another organisation's data, or probe, scan or test the security of the Service without our written permission.
• Reverse engineer, decompile or attempt to derive source code, except to the extent that restriction is unenforceable by law.
• Resell, sublicense or white-label the Service without a written agreement with us.
• Use the Service to build a competing product, or to benchmark it for publication without our consent.
• Interfere with the Service's operation, including by placing unreasonable load on it or circumventing rate limits.
• Upload malware, or content that infringes anyone's rights.

• API keys authenticate as your organisation and carry the permissions granted to them. Treat them as credentials: keep them secret, do not embed them in client-side code or public repositories, and rotate them if exposed.
• You are responsible for all activity performed with your keys, including by third parties you share them with.
• We may apply rate limits and may throttle or suspend keys that place unreasonable load on the Service.
• Webhook endpoints you register must be under your control and served over HTTPS. We sign every request so you can verify it came from us; you should verify that signature and reject anything that fails.
• The API may change. We will version breaking changes and give reasonable notice before retiring a version, but we may make backwards-compatible additions at any time.
• We are not liable for loss caused by webhook deliveries you fail to receive, verify or process.

We aim to keep the Service available and to notify Visitors promptly, but we do not guarantee uninterrupted or error-free operation. No service level agreement applies unless we have agreed one with you in writing.

Message delivery depends on carriers, handsets and networks outside our control. We cannot guarantee that any particular message will be delivered, or delivered within a particular time.

We may modify the Service. We will not materially reduce core functionality on a paid plan without at least 30 days’ notice.

We own the Service and all intellectual property in it. You get a non-exclusive, non-transferable right to use it for your business during your subscription.

You own your data. That includes Visitor Data, your content, your branding and your message templates. You grant us the licence needed to host, process and transmit it in order to provide the Service — and no more.

We do not sell your data. We do not use Visitor Data to advertise to your Visitors, and we do not use it to train machine learning models. We may use aggregated, anonymised statistics that cannot identify you or any Visitor to operate and improve the Service.

You can export your data at any time from the dashboard. On termination, see section 18.

This section is the written contract required by Article 28(3) of the UK GDPR and applies whenever we process Visitor Data on your behalf.

Subject matter and duration: processing Visitor Data to provide the Service, for as long as your account is active and during any wind-down period under section 18.

Nature and purpose: collecting queue and booking registrations, storing them, calculating waiting times, sending notifications, recording consent, and making all of it available to you in the dashboard, reports and API.

Types of personal data: name, mobile number, email address (where given), party size, notes you or your staff record, visit and booking history, marketing consent and its wording, message delivery records, and browser push subscriptions.

Categories of data subject: your Visitors, and any individual whose details you enter.

We will:

• Process Visitor Data only on your documented instructions, which these terms and your use of the Service constitute — unless we are required to do otherwise by law, in which case we will tell you first unless the law forbids it.
• Ensure that people authorised to process Visitor Data are bound by confidentiality.
• Implement appropriate technical and organisational security measures, including encryption in transit, access controls, per-organisation data separation, role-based permissions, per-location access restrictions, and an audit log of administrative changes.
• Not engage a sub-processor without your general written authorisation. You authorise the sub-processors listed in our Privacy Policy, and we will give you at least 30 days' notice before adding or replacing one — during which you may object, and if we cannot resolve your objection you may terminate the affected part of the Service without penalty.
• Impose data protection terms on each sub-processor that are equivalent to these, and remain liable to you for their performance.
• Assist you, taking into account the nature of the processing, in responding to requests from individuals exercising their rights — the Service provides self-service export and erasure tools for exactly this purpose.
• Assist you with your obligations on security, breach notification and data protection impact assessments, taking into account the information available to us.
• Notify you without undue delay after becoming aware of a personal data breach affecting Visitor Data, with the information you need to meet your own notification duties.
• Delete or return Visitor Data at the end of the contract as set out in section 18, and delete existing copies unless we are required by law to keep them.
• Make available the information needed to demonstrate compliance with this section, and allow for and contribute to audits — including inspections — conducted by you or an auditor you appoint, on reasonable notice, no more than once a year unless a breach or a regulator requires otherwise, and subject to confidentiality.

International transfers. Some sub-processors process data outside the UK and EEA. Where they do, transfers are made under the UK International Data Transfer Addendum, the EU Standard Contractual Clauses, or another lawful transfer mechanism. Our Privacy Policy names each sub-processor and where it operates.

Your instructions. You must not instruct us to process Visitor Data in a way that breaches data protection law, and you confirm you have the lawful basis and any necessary consent for the processing you ask of us.

Each of us may receive information the other treats as confidential. Neither will disclose it except to people who need it and are bound by equivalent obligations, or where required by law. This does not apply to information that is public through no fault of the recipient, was already known to it, or is independently developed.

We warrant that we will provide the Service with reasonable care and skill. Except as expressly stated, and to the fullest extent permitted by law, the Service is provided “as is” and we exclude all other warranties, conditions and terms, whether express or implied.

We do not warrant that the Service will meet your requirements, that waiting time estimates will be accurate, or that any message will arrive.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that, neither party is liable for indirect or consequential loss, or for loss of profit, revenue, goodwill, anticipated savings, business or data — however arising.

Subject to the above, our total liability arising out of or in connection with these terms is limited to the greater of (a) the fees you paid us in the twelve months before the event giving rise to the claim, and (b) £100.

These limits do not apply to either party’s indemnity obligations under section 17, or to your obligation to pay fees due.

You will indemnify us against claims, losses and reasonable costs arising from your breach of section 8 (messaging), section 9 (acceptable use), your content, or your failure to have a lawful basis or valid consent for Visitor Data. This reflects the fact that we send messages on your behalf and cannot verify the consent behind each one.

• You may terminate at any time by cancelling your subscription and closing your account.
• We may suspend or terminate your account for material breach of these terms; for non-payment after Paddle's retries are exhausted; or where required by law or by a carrier or payment provider.
• We may suspend immediately where continued use poses a security, legal or carrier-compliance risk, and will tell you why.
• On termination your right to use the Service ends. You may export your data before closing your account, and we will provide a reasonable opportunity to do so where we terminate.
• We will delete Visitor Data within 90 days of account closure, except where we are required by law to keep it, or where it has been irreversibly anonymised so it no longer identifies anyone.
• Sections that by their nature should survive — including 12, 14, 16, 17 and 19 — survive termination.

• These terms, together with our Privacy Policy, are the entire agreement between us on this subject and replace anything said before.
• If any provision is found unenforceable, the rest continues in force.
• A failure to enforce a term is not a waiver of it.
• You may not assign these terms without our consent. We may assign them to a successor in connection with a merger, acquisition or sale of assets.
• Nobody other than you and us has any right to enforce these terms.
• Neither party is liable for failure to perform caused by events beyond its reasonable control.
• These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

TRUSTED MEDIA LIMITED
27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
Company number 08153782
hello@queuejoin.com